Unit of competency Outline

Date retreived
23/07/2026 12:56 AM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Deliver and develop client services

Deliver and develop client services

Unit of competency
National Code
CHCCS412E
State Code
WC848
TGA Status
Deleted
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
07/05/2012
View on TGA
State Implementation and Classification
Approved Date
15/07/2014
Field of Education
080501 - Sales
Original Release Date
15/07/2014
Nominal Hours
20
Description
DescriptorThis unit describes the knowledge and skills required to meet the specific needs of a broad range of existing and new clients within a defined framework
Notes
Elements and Performance Criteria
1. Target client services
  • 1.1 In identifying and assessing client needs, give due consideration to individual rights, relevant community requirements and the organisation statutory and legislative environment
  • 1.2 Establish and maintain client profiles in accordance with organisation and legislative requirements and use to monitor delivery of appropriate services
  • 1.3 Develop client service delivery plan to address client needs and rights, including aims and objectives, resourcing implications, evaluation strategies and contingency plans
  • 1.4 Identify and select appropriate client service to meet client needs within the scope of area of responsibility
  • 1.5 Implement a range of mechanisms to ensure regular client service feedback is sought to gauge levels of satisfaction
  • 1.6 Record and analyse client service feedback and report to appropriate personnel to ensure any problems are resolved and improvements implemented
  • 1.7 Where client data and profiles indicate inability of the organisation to meet client needs, redesign services or refer clients to another organisation as required
2. Deliver client service
  • 2.1 Ensure dealings with clients are consistent with their needs and rights, with accepted practice and codes of conduct of the organisation and duty of care responsibilities
  • 2.2 Ensure service delivered to clients upholds relevant statutory and legislative requirements, the reputation of the organisation and the area of work
  • 2.3 Base client service delivery on accurate and up to date information about client, service options and the service being delivered
  • 2.4 Complete and maintain all appropriate documentation related to client service delivery according to organisation standards
  • 2.5 Implement strategies to ensure client services are routinely reviewed in the light of client needs and rights and organisation policies and capabilities, and implement remedial action as appropriate
3. Develop and promote client services
  • 3.1 Promote the service delivery of the organisation wherever opportunities arise
  • 3.2 Promote services to existing and/or potential clients to ensure that the details of the full range of services are understood
  • 3.3 Develop, document and promote a range of service options for clients to facilitate informed client access to services
  • 3.4 Assist clients to identify their needs and rights and select the best available service
RANGE STATEMENT

The Range Statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Add any essential operating conditions that may be present with training and assessment depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts.


Client services are:
Specific to the organisation


Clients may include:
Self referral or referred
Individual members of the public
Other organisations, community groups and individuals
Other work areas of the organisation
Senior management


Special client needs could relate to:
Disabilities
Language
Gender
Culture
Age
Location
EVIDENCE GUIDE

The evidence guide provides advice on assessment and must be read in conjunction with the Performance Criteria, Required Skills and Knowledge, the Range Statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate this unit of competency:
The individual being assessed must provide evidence of specified essential knowledge as well as skills
This unit is most appropriately assessed in the workplace or in a simulated workplace setting under the normal range of workplace conditions
Assessment must include assessment of competency in dealing with a range of existing and new clients


Access and equity considerations:
All workers in community services should be aware of access, equity and human rights issues in relation to their own area of work
All workers should develop their ability to work in a culturally diverse environment
In recognition of particular issues facing Aboriginal and Torres Strait Islander communities, workers should be aware of cultural, historical and current issues impacting on Aboriginal and Torres Strait Islander people
Assessors and trainers must take into account relevant access and equity issues, in particular relating to factors impacting on Aboriginal and/or Torres Strait Islander clients and communities


Context of and specific resources for assessment:
This unit can be assessed independently, however holistic assessment practice with other community services units of competency is encouraged
Resources required for assessment include access to relevant workplace or simulated realistic workplace setting where assessment may take place


Method of assessment:
Assessment may include observations, questioning or evidence gathered from the workplace e.g. testimonial from clients and colleagues, promotional material etc.
Replaces
State Code National Code Title Type
D2336 CHCCS412D Deliver and develop client services Unit of competency